Sr. Process Analyst (HR Contact Center)
IBM · Posted Oct 26
Hybrid cloud, artificial intelligence, enterprise software, quantum computing, and IT consulting services
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About the role
IBM BPO, part of IBM Consulting, accelerates digital transformation for clients through agile methodologies, process mining, and AI-powered workflows, and supports their hybrid cloud and AI transformation journeys. The HR Contact Center team handles employee HR queries across calls, emails, and chat, covering HR policies, employee lifecycle transactions, and benefits administration. As a Senior Process Analyst, the role involves resolving complex employee cases and escalations, monitoring cases in HR systems, supporting process improvements, and providing floor support and coaching to team members in a 24/7 rotational shift environment.
What you will do
- Respond to and resolve employee HR-related queries through inbound calls, emails, and chat.
- Provide accurate guidance on HR policies, processes, employee lifecycle transactions, and benefits administration.
- Deliver exceptional customer service and ensure a positive employee experience in every interaction.
- Educate employees on HR processes, policies, and self-service tools where applicable.
- Own and resolve complex employee inquiries and escalations while ensuring timely closure.
- Identify, investigate, analyse, and resolve process-related issues, recommending corrective and preventive actions where necessary.
- Monitor, manage, and update cases within HR systems and ticketing platforms, ensuring SLA adherence and timely resolution.
- Accurately document employee interactions and maintain records within HR systems and case management tools.
- Handle employee information with the highest level of confidentiality, integrity, and professionalism.
- Meet and exceed defined service levels, quality standards, productivity metrics, and operational targets.
- Collaborate closely with HR teams, business stakeholders, and support functions to resolve employee concerns effectively.
- Provide floor support, guidance, and coaching to team members on process-related queries and escalations.
- Identify process improvement opportunities and contribute to initiatives that enhance operational efficiency and employee satisfaction.
- Support quality, compliance, audit, and governance requirements within the HR Contact Center environment.
- Analyse recurring employee issues, identify trends, and recommend sustainable solutions.
- Support employees across different regions and time zones in accordance with established service standards.
Skills used in this role
What the employer is looking for
- Graduate or Postgraduate degree (MBA in Human Resources preferred).
- 3–5 years of experience in HR Contact Center, HR Shared Services, HR Operations, or Employee Services within an international IT/ITES organization.
- Proven experience handling employee HR queries through inbound calls, chat, and email channels.
- Strong experience in managing escalations, complex employee cases, and stakeholder interactions.
- Experience working with HR service delivery platforms, case management systems, and ticketing tools.
- Demonstrated ability to proactively identify risks, prioritize workload, and drive resolution of employee concerns.
- Proven capability to influence outcomes, support process improvements, and contribute to operational excellence initiatives.
- Experience supporting global employees across multiple geographies and time zones.
- Excellent verbal and written communication skills in English.
- Strong customer service and employee-centric mindset.
- Ability to communicate professionally and confidently across all organizational levels.
- Strong problem-solving, analytical, and decision-making skills.
- Ability to handle complex employee situations with professionalism and empathy.
- Strong stakeholder management and collaboration skills.
- Ability to coach, guide, and support team members when required.
- Proficiency in MS Office applications (Excel, Word, Outlook, and PowerPoint).
- Strong attention to detail and commitment to accuracy.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational, planning, and time-management skills.
- Demonstrated ability to analyse trends, identify root causes, and drive process improvements.
- Self-directed, proactive, and results-oriented approach to work.
- Selected candidates will be required to undergo a comprehensive background verification process. This verification may take up to 6 weeks to complete, and employment will be subject to successful clearance.
- This role operates in a 24/7 service environment, and candidates should be willing to work rotational shifts, including night shifts, as required.
- Flexibility to support global employees across multiple regions and time zones is essential.
- As a senior team member, candidates may be required to provide floor support, assist with knowledge sharing, and contribute to continuous improvement initiatives.
Benefits and support
- Compensation and benefits are detailed in the job posting
About IBM
International Business Machines Corporation (IBM) is a global technology and consulting company that provides hybrid cloud, artificial intelligence, and enterprise infrastructure solutions. Operating in over 175 countries, IBM helps businesses across industries modernize operations, secure data, and drive digital transformation through platforms like watsonx and Red Hat OpenShift. Founded over a century ago, the company remains a pioneer in high-performance computing, enterprise automation, and quantum technology.
- Industry
- Information Technology
- Company size
- 260,000+ employees
- Founded
- June 16, 1911
- Location
- Armonk, New York, USA
- Funding stage
- Public Company
Funding
Public Company · $3.5B raised
- ·Post Ipo Debt$150M
Leadership
Chairman, President and Chief Executive Officer
Senior Vice President and Chief Financial Officer
Senior Vice President, Software and Chief Commercial Officer
Senior Vice President, IBM Consulting
Senior Vice President, Marketing and Communications
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